Comments, feedback & complaints procedure

We’re always eager to hear your feedback. If you have any comments about your experiences at Clinic 95, you can send them to us using the form below or call us on 01865 241 661Please scroll down for our full complaints procedure.

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Complaints procedure

It’s important that we always meet your expectations of care and
service, and resolve any complaints as efficiently, effectively and
politely as possible. We take complaints very seriously, investigate
them in a full and fair way and take great care to protect your
confidentiality. We will never discriminate against a patient who has made a complaint.

If you are not entirely satisfied with any
aspect of our care or service, please let us know as soon as possible so
we can address the issue promptly.

Sarah Johnson is our complaints manager and will be your personal contact to assist you with your complaint. If
Sarah is unavailable, we will take brief details about your complaint
and will arrange for Sarah to contact you as a priority when she is next
available. We will keep comprehensive and confidential records of your
complaint, which will be stored securely and be accessible only by
those who need to know about your complaint.

You can make your complaint by phone, on 01865 241 661 or in writing via our contact form above, or by writing to us at Clinic 95, 95 West Way, Botley, OXFORD OX2 9JY

If making a complaint by phone, the complaints manager will update you of progress within 24 hours.If making a complaint in writing, the complaints manager will update you of progress within 3 working days.

In either instance, the complaints manager will provide a full response and solution to your complaint as soon as practical.

If
the complaint investigation takes longer than anticipated, the complaints manager will
keep you informed of the reason for the delay, the progress of the
investigation and the proposed date it will be completed.

When
the investigation has been completed, you will be informed of its
outcome in writing, detailing any practical solutions that we can offer you, and you may be invited to a meeting to discuss these. The solutions could
include replacing treatment, refunding fees paid, referring you for
specialist treatments or other solutions that meet your needs and
resolve the complaint.

What to do if you're not satisfied with our response

We regularly analyse patient complaints to learn from them and to
improve our services. That’s why we always welcome your feedback,
comments, suggestions and complaints.

If you are dissatisfied with our
response to a complaint, you can contact the General Dental Council (GDC) which is responsible for regulating all dental professionals.

You can complain using their online form at www.gdc-uk.org, contact them on information@gdc-org.uk or by calling 020 7167 6000

Or you can use their private dental complaints
service within 12 months of the treatment or within 12 months of
becoming aware of the issue by calling 020 8253 0800 or visiting
www.dentalcomplaints.org.uk

You can also contact the Care Quality Commission (CQC) which regulates dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.